eBooks
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From Main Street to Wall Street, today’s social entrepreneurs are rebooting capitalism, challenging the charitable industrial complex, and are disrupting the way companies do business with exciting innovations designed to solve society’s most vexing problems. In this book, Haber examines Capitalism 2.0, philanthropy, and the role and power of media alongside the world’s response as social entrepreneurship changes how we give, how we invest, and who we are. |
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This book is a practical and inspirational guide that showcases how social entrepreneurs from places such as New York, Chicago, Los Angeles, San Francisco, and Vancouver, who are weary of waste, injustice, and government inaction, are using business savvy to tackle challenges in their communities. |
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Discover how to create exceptional customer service and a superior customer experience, learning from the greatest companies of our time. This book spells out, step by step, how to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. |
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Many organizations approach customer-centric marketing and innovating their business strategy in isolation to one another, missing groundbreaking opportunities for advancement. This book turns this on its head by starting with the customer, innovating around their needs, then building a customer led business strategy around it. |
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Whether you're a manager, owner, or employee, Customer Service Training 101 is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. |
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In What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate? Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). |
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Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. The contributors to this innovative volume consider the practice of service design, ethical challenges designers may encounter, and the new spaces opened up by the advent of modern digital technologies. |
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With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers' needs. |
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In an increasingly experience-driven economy, companies that deliver great experiences thrive, and those that do not die. Yet many organizations face difficulties implementing a vision of delivering experiences beyond the provision of goods and services. An invaluable overview of a growing field, the book provides readers with the tools they need to design innovative and indelible experiences and to move their organizations into the experience economy. |
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If you're looking to transform the customer service culture in your organisation, to decrease complaints and increase compliments, Jaquie Scammell's approach is simple and more human than simply introducing better processes and procedures and her approach works. This book includes interviews with leaders from six of the best Australian businesses, which have a customer service mindset. |